Customer Support Center Operations Manager

3 days ago


Roy, Utah, United States Rotech Healthcare Full time
About Rotech Healthcare

Rotech Healthcare Inc. is a national leader in providing medical equipment and services to patients across the country. Our mission is to empower patients to manage their health and treatment at home, while providing exceptional customer care and support.

Job Summary

We are seeking a highly skilled and experienced Customer Support Center Manager to lead our team of customer service representatives. The successful candidate will be responsible for overseeing the day-to-day operations of the Call Center, ensuring that all team members are trained and equipped to provide exceptional customer service, and driving process improvements to increase efficiency and quality.

Key Responsibilities
  • Manage all operational functions within the Call Center, including personnel training and development, performance measurement and appraisal, and information and technical systems.
  • Ensure that all team members comply with Company policies and procedures, and hold individuals accountable for non-compliance.
  • Develop and implement processes to improve efficiencies and quality within the department.
  • Provide direction to team members and resolve problems in a timely and professional manner.
  • Conduct regular performance reviews and provide feedback to team members.
  • Identify training needs and develop plans for immediate and long-term performance improvements.
  • Manage and analyze weekly and monthly reports to measure performance and identify areas for improvement.
Qualifications
  • High school diploma or equivalent required.
  • Three to five years of supervisory experience in a customer-facing role.
  • Experience in the healthcare industry preferred.
  • Four or more years of Call Center experience preferred.
Benefits
  • 401k plan with company match.
  • Medical, dental, and vision insurance.
  • Life insurance and disability benefits.
  • Generous paid time off and paid holidays.
  • Employee discount program.
  • Employee recognition program.
  • Bonus and incentive opportunities.


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